Due to the recent extreme weather, our Claims team is experiencing a high volume of enquiries. We apologise if this affects the time it takes us to respond to you. Before deciding whether to make a claim with us, we recommend watching this short video
As a shared owner, it is possible your home has either a Buildmark or Buildmark Choice policy. Your housing provider (eg your housing association, local authority or registered provider who is the landlord of your shared ownership lease) will be able to confirm your policy information.
Buildmark and Buildmark Choice are both builder warranty and insurance policies for newly built or newly converted homes. Buildmark lasts for 10 years after the home is completed and Buildmark Choice will last for either 10 or 12 years after completion of the home, depending on the cover chosen. If you or your housing provider is unable to find your policy documents, you can contact our Customer Services team on live chat or by calling 0344 633 1000.
Read our useful guides including our Guide to your new home for shared owners here.
Any problems with your home should be reported to your housing provider in the first instance eg your housing association. Keep a copy of any correspondence and records of any telephone calls when reporting damage in case you need to refer to anything in future.
Depending on the terms of your shared ownership lease, your housing provider may make a claim under the policy or arrange for repairs.
If they do not address the problem you report to them, or make a claim under the policy, you can contact us directly and we may be able to help if the problem is covered by the terms of the policy.
If your housing provider has waived their right to claim or has asked you to make a claim, then you can contact us directly and we may be able to help if the problem is covered by the terms of the policy.
If a claim is accepted by us, the policy applicable to your home may have a deductible or payable excess. If you’re unsure who is responsible for paying, please speak to your housing provider.
If you were a shared owner and now have full ownership of your home, please contact us so we can update our records. You can contact our Customer Services team on ccsupport@nhbc.co.uk or call us on 0344 633 1000.